HomeMy WebLinkAboutCity Council Committees - Public Works/Planning - 11/06/2006Public Works
Focus on the Customer
Water Infrastructure
Larry Blanchard, Public Works Director
Brad Lake, Superintendent
11/3/2006
Public Works
Customer FocusKent Infrastructure
11/3/2006
Public Works
Customer FocusWater Infrastructure
11/3/2006
Public Works
Customer FocusCustomer Focus
City Strategic Goal
Provide Effective and
Efficient Services to
the Community
City Strategic Goal
Enhance the Sense
of Community
Public Works
Strategic Goal
Performance
Excellence
Our Product - Infrastructure
Safe, reliable, adequate water
Our Customers
• Citizens who live and work in Kent
• Elected officials
• Other city departments
• Developers
11/3/2006
Public Works
Customer FocusCustomer Expectations - Water
Customer Expectations of Water Infrastructure
XXXXFutures planning
X
X
X
X
Developers
XXCost effective operations
XXXCustomer service
XXX
Responsiveness to
Emergencies
XXXReliable water
XXAdequate water
XXSafe water
XXQuality water
Other City
Departments
Elected
Officials
Citizens and
Businesses
11/3/2006
Public Works
Customer FocusVerifying Customer Satisfaction
How do we know we are doing a good job?
Sample Survey Questions
1. a. Quality of water is important to me.
b. I am satisfied with Kent water’s taste, color and odor.
2. a. Reliable water delivery is important to me.
b. I am satisfied with Kent’s water availability.
3. a. Adequate water is important to me.
b. I am satisfied with Kent’s water pressure & volume.
4. If you contacted the City of Kent about a water problem,
how satisfied are you with the timeliness of the
resolution?
Questions are rated: Strongly Disagree, Disagree, No Opinion, Agree, Strongly
Agree
Questions
Larry Blanchard, Public Works Director
Brad Lake, Superintendent
Public Works
Focus on the Customer
Fleet Services
Larry Blanchard, Public Works Director
Alice Conrad, Fleet Services Superintendent
11/3/2006
Public Works
Customer FocusKent Infrastructure
11/3/2006
Public Works
Customer FocusFleet Services
11/3/2006
Public Works
Customer FocusCustomer Focus
City Strategic Goal
Provide Effective and
Efficient Services to
the Community
City Strategic Goal
Enhance the Sense
of Community
Public Works
Strategic Goal
Performance
Excellence
Our Product - Infrastructure
Safe, Reliable Vehicles & Equipment
Our Customers
• Other City Departments (Internal customers)
• Other Governmental Agencies (External
customers by service agreement)
11/3/2006
Public Works
Customer FocusCustomer Expectations
Internal Customers Outside Customers
Safe, reliable vehicles/equipment X X
Minimal vehicle/equipment downtime X X
Responsiveness to emergency needs X X
Professional practices X X
Satisfied performance promises X X
Attention to individual needs X X
Competitive service rates X X
Realistic replacement policies X
Clear, reasonable agreement language X
Customer Expectations of Fleet Services
11/3/2006
Public Works
Customer FocusVerifying Customer Satisfaction
Sample Fleet Survey Questions
• Have you been treated with tact, patience and courtesy while doing
business with Fleet Services? (Yes/No/Comment)
• Is our Preventative Maintenance (PM) Program working?
(Yes/No/Comment)
• Does our vehicle/equipment replacement procedure work?
(Yes/No/Comment)
• Is the current level of vehicle downtime acceptable? (Yes/No/Comment)
• Does Fleet Services seem to have sufficient staff, parts, facilities, shop
equipment, parking and covered storage? (Yes/No/Comment)
• Please rate the level of overall customer satisfaction on a scale of 1
(poor) to 10 (excellent).
11/3/2006
Public Works
Customer FocusVerifying Customer Satisfaction
2006 Survey Results
• 78% survey response
• 100% satisfaction rating at 8 or above
• Areas identified for improvement:
– Communicate with customers when services are delayed
– Find improvements to the fuel system for card swipe capabilities
– Watch carefully for customer repeat visits for the same problem
– Space needs are serious, technicians need safe work area
– Include all customer users in vehicle replacement decisions
Questions
Larry Blanchard, Public Works Director
Alice Conrad, Superintendent